The White Company- a warning

(32 Posts)
Tweet2tweet Sun 20-Jan-13 12:47:47

Just thought I'd post my experience so that others can consider if they want to buy from The White Company.

I purchased a merino wool/cashmere mix cardigan for £99 from The White Company. I wore it for 1 day and it was completely bobbled by the end of the day. I mailed customer service and they said that wasn't a fault as cashmere bobbled. I explained that I agreed cashmere does bobble but not after 1 day at that price. They wouldn't offer to consider refund and I had to go back to the store (I'm heavily pregnant so not the easiest).

When I returned to store no problem at all, in fact they said it had been a return in the first place and that the bobbling may have already been on it! No discount was applied so it wasn't a reduced faulty item or anything.

I had to go back to the store yesterday fore something else and guess what- the cardigan is back on the shop floor for sale again! Customer Service refuse to admit that they resell faulty items but I have seen that they do. Just wanted to let other MN's know should you, like me, consider spending a lot on a new cardigan. I would say, take your custom elsewhere.

HollaAtMeBaby Sun 20-Jan-13 13:46:08

Did you say anything to the manager when you saw the cardi back on the shop floor? I would write to head office about this.

mirpuppet Sun 20-Jan-13 17:14:12

This does not surprise me at all. They are one of the only companies I know whose online customer service is worse than in store. Glad you got your money back.

And White Company if you are listening I will not be buying expensive knits from you.

Fluffycloudland77 Sun 20-Jan-13 17:45:04

I bought fitted sheets that had holes in them in under 3 years, they say this is normal. They won't refund me.

300tc should not wear out in under 3 years.

I will never use them again. All my other bedding is white company too so I suppose that will be in ribbons too soon.

TK Maxx for my bedding from now on, Christy 300tc so I will see how they fare.

I post on all white company threads to warn people.

JetJungle Sun 20-Jan-13 17:46:35

I hate

Pinkflipflop Sun 20-Jan-13 17:51:20

I have just had the same issue with a cashmere cardigan; 2 holes and unacceptable bobbling after about 4 wears. I am waiting for them to get back with a response as I posted it back to them last week.

I too paid over £100 for this cardigan and I am seriously unimpressed.

I have a M&S cardigan that I have been wearing for about 4 years, cost £35 and is pristine in comparison to the tat White Company are selling.

Will follow this with interest.

TheCarefulLaundress Sun 20-Jan-13 17:52:43

I've stopped going in there as the snooty assistants look at me as though I'm something the cat dragged in. I'm not - honest!

JetJungle Sun 20-Jan-13 17:55:17

I don't hate anything ..... that was my DS being foolish. Sorry about that!

missalien Sun 20-Jan-13 17:58:39

I was treated to some expensive pyjama bottoms and with one wash they had shrunk an bobbled and are out of shape . And loads of other things

I do like their jumbo bath towels though

mirry2 Sun 20-Jan-13 18:03:11

it had been a return in the first place confused

Fluffycloudland77 Sun 20-Jan-13 18:03:32

My dressing gowns all shrunk horribly on the sleeves apart from the waffle one.

Took me 4 dressing gowns to realise they were shite so I bought a thermal one from m&s, no shrinkage.

We shall re-name them the shite company from here on in.

MrsCampbellBlack Sun 20-Jan-13 18:07:16

All the buttons have come off my fairly new duvet cover - the quality has gone very downhill in the last few years but the prices go up.

Fluffycloudland77 Sun 20-Jan-13 18:14:20

Campbell, if its over 6 months old they class it as acceptable wear and tear.

ArtigeneAuberchoke Sun 20-Jan-13 18:24:36

Interesting as I have always been impressed with their quality. All our bedding is White Company (except sheets) and has lasted years. I've got some lovely PJs and nighties from them too and never had a quality problem. Our bed and sofa throws look great 4 years and several washes later. I did find some sofa cushions I bought looked tatty v quickly but that's my only bad experience.

timidviper Sun 20-Jan-13 18:28:19

I have never bought from them as the quality of goods I have looked at in the stores has never seemed good enough to justify the prices. I have them rated as one of those posey sort of things the newspaper style sections regard as aspirational whereas I'm a good northerner and want value for money!

MrsCampbellBlack Sun 20-Jan-13 18:41:15

I think the quality was better several years ago.

The finish isn't great now - buttons falling off quickly is because the finishing is not good enough.

The children's pyjamas are still good though.

The women's clothes are generally very shapelss.

Missbopeep Mon 21-Jan-13 08:22:10

Well, I have found their knitwear good quality. I've a couple of pieces of knitwear ( not cashmere) and several knitted dresses.

However, I agree that mail order is dire for returns. They don't do free returns, they don't supply a sticky address label, and they take their time to refund by mail. I have complained to them on all of these but nothing has changed.

I think most of their clothes are grossly overpriced especially the jersey dresses and T shirts.

I also think MOST of the dresses- not all- are aimed at a certain type of woman with a tummy. God help you if you have a waist because you will never see it in their dresses.

MrsCampbellBlack Mon 21-Jan-13 08:53:49

Missbopeep - I commented on the shapelessness of their clothes to the manager in one of their stores and she said its because their target market is 'women of a certain age' hmm

Missbopeep Mon 21-Jan-13 09:07:16

Yes that is their demograph! Women I presume who are mainly 45+ have lots of ££££ and want dresses to cover their bellies. smile

Sonotkylie Mon 21-Jan-13 09:08:37

Don't they know women of a certain age need more shape not less! That may explain why I like the look of their clothes but they look rubbish on. I too had trouble with a duvet cover from there. After a year of normal use it started developing holes along the seams and from there it quickly turned into rips where the fabric was just falling apart. Don't expect it for the price. Now with John Lewis, 2 years on duvet cover looks pristine. And don't start me on the customer service ...

monkeysmama Mon 21-Jan-13 09:27:47

I've not been impressed even with the quality of the children's pyjamas this winter MrsCB. I bought some for my LOs for Christmas and the baby's are like cardboard after two washes. I got a jumper from them a few months ago and after two wears it has bobbled terribly. I should follow your lead OP and complain.

PriscillaLydiaSellon Mon 21-Jan-13 09:29:01

Their cashmere bed-socks only last about 3 months. Bah to them.

PriscillaLydiaSellon Mon 21-Jan-13 09:30:36

And the fleece-filled slippers were pretty rubbish too (had to throw them out after about 3 weeks as they lost so much shape that they hurt my feet).

MrsCampbellBlack Mon 21-Jan-13 09:34:25

I got the flannel ones for my boys Monkeysmama and the henley tops - but I don't get DD's from there as agree they don't wear well.

jessjessjess Mon 21-Jan-13 09:41:32

I used to work in retail - faulty items were 'written off' and never put back. This is outrageous and I would be reporting to Trading Standards as they are knowingly selling stock that isn't fit for purpose.

Missbopeep Mon 21-Jan-13 09:56:14

To give them the benefit of the doubt it is quite possible that a dozy asst put the item back as a " return" unaware that it was faulty.

I know Ihave returned lots of items over the years as faulty and they were simply put behind the till, presumably to be put back on the shelves unless anyone was savvy enough to label it etc as faulty.

I have as it happens seen items in TWC with labels offering a reduction saying the item is faulty.

Not defending them as i think their customer service is rubbish- but they are multi millionaires ( also own Charles Twyford - sp?) who should know better.

EarlyInTheMorning Mon 21-Jan-13 09:58:41

I have bought clothes from them because I honestly just don't know where to buy my clothes anymore, as every other shop has become polyesterland. The White Company sell cottons and linens so I thought I'd give them a try and expected the clothes, for those prices, to at least make it for a couple of seasons. Not so. At all. Far from it in fact. After the first wash everything looked like rags. Their clothes are high maintenance and really not that high quality at all. Even though there's a shop within walking distance to my house, I always shop online because I HATE going into the shops as the staff make me feel like I'm walking around their houses and need to get out asap. The Customer Service however, I can't fault it.

LadyBigtoes Mon 21-Jan-13 10:03:03

I got dp a dressing gown and it literally fell apart in a few months! I didn't try to return it as I'd got it online - probably wouldn't have got anywhere.

I reckon it sounds as if they are trying to cut costs by not refunding anything and using cheaper and cheaper suppliers. maybe they're struggling and about to go to the wall.

LadyBigtoes Mon 21-Jan-13 10:05:24

Early you will get nice cotton and linen at Boden, white stuff, gap and kew/jigsaw. Some shops are terrible like m&s - very little pure fabric any more - but you can still find it.

Tweet2tweet Mon 21-Jan-13 11:47:01

I've emailed them again to explain that the item was put back out. Am waiting for their response. I think that they are training as a 'higher end' high st. brand but are selling a lot of cheaply made items.

I am now stressing that the cashmere robe which I got from them won't last- it cost small fortune and was a treat that I saved up for! sad

winniemum Mon 21-Jan-13 13:06:15

This is so interesting. I've just had a huge battle with The White Company as I returned a faulty dress to them and they emailed me back to say I could have gift vouchers!!!
I phoned to ask for my money back, but the lady on the phone told me the dress wasn't faulty at all and it had been returned to stock as there was nothing wrong with it. It was about 4 inches longer at the front than the back FGS, not a small fault.
Will never shop with them again. The dress was overpriced and made from cheap fabric. I bought it in the sale and I thought it was still far too expensive for what it was.

treaclesoda Mon 21-Jan-13 14:05:41

Slightly off topic, but I have seen the founder of the White Company zillions of time in weekend newspaper articles and the like saying that she founded the company because there was a gap in the market for affordable bedlinen etc and every time I see it I almost choke at the word affordable. I consider myself to be the sort of consumer who prefers to buy a couple of things of good quality rather than dozens of cheap things, but even at that, I have never considered White Company prices to be in the everyday affordable league. I guess my idea of affordable differs quite considerably from their target market's idea of affordable!

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